Virgin Money

Terrible bank to deal with, impossible to actually speak to a human being, huge wait times on the phone, slow to reply to emails. Do not open a Virgin account, the brand is toxic in my opinion and the staff that I have dealt with so far are totally inept!

I understand that most people write reviews when they have a bad experience as that's the only way to vent out. Recently, I visited the VM Stockton branch. I arrived just two minutes after opening, and although there was a long queue, I don’t complain about that. It took time to talk with someone, and then there was a long wait, but that was due to the nature of my issue. I spent around two hours in the store and noticed that the staff were very friendly, listened carefully to the customers, and tried their best to serve them. Overall, it was a good experience, and this branch reminded me of the benefits of having a physical bank branch, especially as more banks are becoming online-only.

Needed to close an account due to bereavement and found the staff to be most awkward. Despite providing all documentation required they still wanted more and more. I also then was passed on to Sunderland head office and was made to feel like a criminal trying to rob someone’s account. After spending hours on the phone being treated like a criminal I would definitely not recommend using this bank, they have appalling customer service and never ring back when they say.

Waited 9 days for new card. Went to cash machine and it rejected the number, same number I've had the entire accounts life. Now its another possible 10 days plus to go through the reminder that they have to send then order full new card and number. I MEAN COME ON!! UPDATE... Was contacted by the finance department of virgin after making an official complaint and offered £30 compensation, I assume to reimburse the £28 spent in taxis trying to sort this out. Wasn't expecting that so I felt compelled to update this review. I was even offered to take it further if I felt I deserved more compensation than £30. Just feeling listened to and like I matter is enough for me, the cash was an unexpected bonus. Anyways, I believe in credit where credit is due. So thank you virgin for putting this right. 👍 Another update. Changed my review to 5 stars now as they let me open a new account online. The app is now available to me also, including all the online benefits. Really very happy and would recommend virgin (Clydesdale) to anyone and everyone. 5/5.

Awful service. I wish I could give 0 stars. Would not recommend. The staff were rude, I was told they were too busy to deal with me, sent away and told to come back 30 minutes later (I had contacted the branch in advance to make sure I could close down the account of a deceased relative). Then they told me they were still too busy to provide a private space to talk. I ended up discussing my business at the reception desk with other people around. At the same time 3 other members of staff were standing around talking.